Hundreds of NTM callers, under the most stressful travel conditions they were likely to face in their lives, demonstrated patience, courtesy and grace as they worked with their NTM agents to get themselves, their co-workers or their family to their destinations on September 11.

On that historic Tuesday, as on other Tuesdays, hundreds of Northwestern Travel Management customers were in the air; going on, or returning from, business trips. From about 10:00 AM Eastern time through the next five days, every resource, employee, and many customers of Northwestern Travel Management were put to the test. Traveler lists were run, and every creative method for bringing customers home was employed. The response to the crises from NTM clients was extraordinary.

A remarkable number of travelers, travel arrangers and corporate travel managers relayed phone messages, letters and emails telling of their experiences with NTM agents who worked to get people to their destinations. Consider this from a customer whose fellow-employee was in Saudi Arabia regarding NTM agent Scott Friedrichsen:

"…I cannot convey enough how thankful I am that [Scott Friedrichsen] got Gordy out of Saudi Arabia for me … and for those that were concerned about him being stranded there. I felt as though you were actually more concerned than we were; you jumped on that task, you were relentless. As each itinerary fell apart for one reason or another, you went back to the drawing board and gave it another shot----continuously until you were successful.
Anne Marie Klimek, Personnel Decisions Inc.

NTM agents were equally impressed with the courtesy and patience of customers who called for help. Max Burgdorf, agent for NTM client Tom Stover of The Berquist Company in Chanhassen, MN appreciated the consideration Mr. Stover exhibited during their many conversations on September 11.

Max Burgdorf, agent on NTM's Special Accounts Team

"Mr. Stover and I were on the phone four or five times that day. He was so patient and friendly. We were checking out trains or anything to get him home. We finally got a Hertz car and Tom drove home the next day. He even brought over a thank you gift. But it went two ways; he was great to work with, even when things were really, really tense."
Max Burgdorf, NTM Special Account Team